An Intelligent Method for Collecting and Analyzing Voice Reviews to Gauge Customer Satisfaction

Customer loyalty and customer satisfaction are premier goals of modern business since these factors indicate customers’ future behaviour and ultimate impact on the revenue and value of a business. The customers’ reviews, ratings, and rankings are a primary source for gauging customer satisfaction levels. Similar efforts have been reported in the literature. However, there has been no solution that can record real-time views of customers and provide analysis of the views. In this paper, a novel approach is presented that records, stores, and analyzes the customer live reviews and uses text mining to perform various levels of analysis of the reviews. The used approach also involves steps like void-to-text conversion, pre-processing, sentiment analysis, and sentiment report generation. This paper also presents a prototype tool that is the outcome of the present research. This research not only provides novel functionalities in the domain but also outperforms similar solutions in performance.

@article{Khabibullin2024,
  title     = {An Intelligent Method for Collecting and Analyzing Voice Reviews to Gauge Customer Satisfaction},
  journal   = {International Journal of Advanced Computer Science and Applications},
  volume    = {15},
  number    = {5},
  year      = {2024},
  publisher = {The Science and Information Organization},
  author    = {Nail Khabibullin},
  doi       = {10.14569/IJACSA.2024.0150503},
  url       = {https://doi.org/10.14569/IJACSA.2024.0150503}
}